Kudos Qantas telephone staff

[sdhog2002]

I have previously praised Qantas for their service and want to send them a thumbs up again. I've been arranging a family trip in September and have had need to call the service centre twice in the last 24 hours. On both occasions they have, in my view, exceeded expectations with seating assistance. I'd venture to say that their help was even more than I would have expected to receive a year ago. Could it be they are trying even harder?

 

[RooFlyer]

Whether or not, good to hear.

 

[Grooba]

I can honestly say I've never had a bad experience with the QF call center staff. Polite, courteous and efficient are the first three words that spring to mind.

 

[Paddy55]

I've always had positive experiences with QF telephone staff... and sometimes excellent experiences!

 

[Hvr]

My most recent dealing with the call centre staff was very successful. I was trying to use a voucher for a trip to AKL to join up with my forthcoming JASA.

However, the fare for using a voucher was >$400 more than for not using a voucher (travelling in J of course ).

I spoke to Maureen at the premium desk and she was able to replicate the error and asked if I wanted her to book the ticket for me at the lower price using my voucher, and "of course there's no booking fee"

A couple of minutes later all booked and good seats selected for me by Maureen.

 

[JohnK]

I have generally found, with a few exceptions, the telephone staff to be quite good and if they could not help then show a willingness to learn or at least assist in completing the request.

 

[JessicaTam]

My most recent dealing with the call centre staff was very successful. I was trying to use a voucher for a trip to AKL to join up with my forthcoming JASA.

However, the fare for using a voucher was >$400 more than for not using a voucher (travelling in J of course ).

I spoke to Maureen at the premium desk and she was able to replicate the error and asked if I wanted her to book the ticket for me at the lower price using my voucher, and "of course there's no booking fee"

A couple of minutes later all booked and good seats selected for me by Maureen.

Of course you are a P1, and that is a published benefit.

I have generally found, with a few exceptions, the telephone staff to be quite good and if they could not help then show a willingness to learn or at least assist in completing the request.

You need to try booking a mASA.

That being said, thanks sdhog2002 for highlighting the good, as we are quick to highlight the bad.

 

[lovestotravel]

My experiences with QF call staff on the "Plat line" have always been good, except for the last call to cancel a FASA where I was put on hold two times because he was going to charge me a 5000 point cancellation fee.

After finally informing me there was no cancellation fee, 5000 points were deducted from my account

 

[Barks]

Always been very good to excellent with me too. The only time I had an less than favourable experience is when I was in the wrong (didn't quite know how to book a JASA).

 

[MEL_Traveller]

I think some people are confusing normal standard everyday customer service - which should be good regardless - with situations when things go wrong and you don't always get all the help you need.

there shouldn't need to be 'praise' for helping with seating. it should be a given.

but try booking an anyseat award at classic and you can run into all sorts of problems including 'how did you get access to confidential information?'.

try asking for a fee waived because you can't - through no fault of your own - complete a transaction on line. some downright holier than thou responses can come from that.

try asking the call centre to do something that you know (as a frequent flyer) can be done but the operator isn't aware of it, or hasn't been trained.

the platinum line was (is for the rest of you ) excellent. the general line can well and truly be hit and miss.

somehow I suspect a lot of QF staff forget that passengers ARE the reason they fly. Not government hand-outs or by sacking their colleagues to cut costs.

 

[hdfb]

I think some people are confusing normal standard everyday customer service - which should be good regardless - with situations when things go wrong and you don't always get all the help you need.

there shouldn't need to be 'praise' for helping with seating. it should be a given.

but try booking an anyseat award at classic and you can run into all sorts of problems including 'how did you get access to confidential information?'.

try asking for a fee waived because you can't - through no fault of your own - complete a transaction on line. some downright holier than thou responses can come from that.

try asking the call centre to do something that you know (as a frequent flyer) can be done but the operator isn't aware of it, or hasn't been trained.

Hear hear, spent coughulatively 2 hours over 4 calls with Qantas yesterday which began with the website not having 100% functionality. Hung up on first two consultants who didn't give me the answer I wanted to get which I knew was an option. Third time was the charm! But even that last one took some time to explain and breakdown.

That said was the first time I ran into any trouble. I've had the phone booking fee and change fee waived every single time, goes a long way to ask nicely, usually getting them to ask their manager if they can make an exception 'this one time' helps.